A few years ago I complemented a friend on her handbag. It was a really nice grey patent leather bag, and was big enough to hold all her necessities as well as a notebook. When she said it was Coach I was intrigued. I’d never purchased anything from Coach and my initial thought was “I’d better check them out”. To make a long story short, I know own three Coach bags plus a wallet, and have been very happy with the quality and functionality.
If I’m so happy with my Coach bags, why did I just declare “I’ll never spend another dime with Coach”? Customer Service is why! Not only will I never spend with them again, I’m selling the three bags I own and getting rid of anything Coach I currently own.
Why? After my first purchase I was invited to join the Coach mailing list for future promotion notices. Normally I never give out my (snail or email) information because I’m too busy to sort through all the junk, but I made an exception in this instance. Well was I about to find out how poor the customer service is at Coach. I started receiving mail a few weeks after signing up. The address was correct, but my name was wrong. I am NOT “Charlotte” Bennett. I was pretty disappointed and felt like Coach really didn’t care about me as their customer. I’d become just another name on a junk mail list.
I visited the store where I signed up FIVE times to have this corrected. Yes, FIVE times, in person, driving out of my way, taking up my valuable time! Each time I was greeted with “I’m so sorry, this will be corrected immediately”. I also heard many “excuses” like “our computer is down”, “head office makes these changes”, “I can’t imaging why it didn’t update”.
It’s been over six months and FIVE visits to the Coach store in Chinook Mall (Calgary) and still I am receiving incorrectly addressed mail. This is even after my FIFTH visit when I requested to be taken off the mailing list all together. Yesterday when I picked up my mail after being out of town for a few weeks, I noticed yet another incorrectly addressed envelope from Coach. I’m still not “Charlotte” Bennett and I’m now pissed off and taking my dollars elsewhere. I just updated my bag for spring and Michael Kors received my business.
So the moral of this story is “If your customer service sucks, not matter how much I like the product/service, I’m going to discontinue doing business with you and let friends know what a bad experience I’ve had”.
pee ess: If you have any customer service feedback for Tricia Bennett Portraits, please let me know at 1-800-247-3185 so that I may fix the issue to your satisfaction the first time.
pee ess ess: Here’s my new Michael Kors bag (mine is hot pink)